Management of the Infrastructure team responsible for the design, build, deployment and support of on prem and cloud-based enterprise compute, storage, data protection, messaging, endpoint environments, as well as oversight of field operations and service desk support.Support of server environment (9,000+) encompassing Wintel, Citrix, VMWare, AIX, Linux and Unix platforms. Storage platforms include EMC and Pure, with 20+ PB under management. Management of desktop engineering (65,000+ endpoints), directory services, enterprise messaging and cloud operations teams.

Served in four concurrent senior roles in the global technology organization at this leading investment bank with a market cap of over $71 billion: Head of New Product Deployment, Global Head of Training, Head of eBusiness Support, and Chief of Staff for the Technology Client Services groupKey accomplishments:− Led a three-person team that was responsible for overseeing a $115 million administrative budget and an $85 million capital expense budget for the 800+ person global technology team− Achieved annual savings of over $1 million through better cost management, including correcting billing errors and repurposing equipment− Delivered refined cost allocation capabilities (by product, P&L, transaction or capital) which allowed business unit leaders to better and more efficiently manage their technology costs− Created and managed a three-person new product deployment team for desktop, mobile and VOIP, overseeing 50 deployments per year which, on average, received 80% fewer support calls versus other deployments− Led a five-person team to design and launch an extensive knowledge management system, collaborating with five business units to deliver a system that reduced query times by over 80%− Appointed as the chief risk officer for the entire Technology Client Services group, identifying, managing and rectifying technology-related risks, including business continuity planning− Headed technology training and documentation for over 30,000 business users, leading a global team of five and executing over 20 live trainings per week; developed an online VOD training curriculum which registered over 50 registrations weekly, and online documentation that generated over 500,000 views; achieved aggregate satisfaction ratings north of 98%− Managed a three-person team that deployed technical trainings to 400 technology support agents on four continents− Led a 12-person eBusiness team that provided global support to 20,000 institutional and 5,000 high net worth clients

Managed a 75-person technology support team that served across four different business units: Securities, Investment Management, Firmwide Division and eBusinessKey accomplishments:− Created a unified standard for KPIs and SLAs across all business units, which provided insights for setting key productivity benchmarks− Introduced efficiencies that delivered one-time cost savings of up to 23%− Deployed a real-time support model that increased first call resolution by 95% and user satisfaction by 90%− Consolidated dozens of technology services portals into one centralized hub for all tech requests

Managed a four-person global engineering team tasked with creating the tools to enable a global help desk organizationKey accomplishments:− Drove workflows, tracking and reporting tool standards, user interfaces and third-party database integrations, consolidating 10 help desks in New York, London and Tokyo into one global operation, improving issue resolution times by 25% across the board− Appointed to lead the Fixed Income help desk in London, decreasing turnaround time for issue resolution by 20%

Managed first- and second-level support to over 1,200 domestic users, including clients as well as internal groups such as Fixed Income, Executive Administration and Limited Partners

Provided Microsoft application support to the 750-person New York Fixed Income group; also introduced and implemented new publication standards for Fixed Income research

Supported trading applications for Moore Capital Management

Provided Windows software and desktop hardware support